Customer Support

Once you place your order online, you will receive a confirmation email. If it has been more than 1 hour since you placed your order and still have not received a confirmation e-mail from us, please contact us at info@superproofbrand.com so we can make sure your order was placed.From the moment your order is placed, please allow 1 to 3 business days for processing and packaging. Once your order has shipped, you will receive an email with your tracking information. If 3 business days have gone by since you placed your order, please contact us at info@superproofbrand.com and we will be happy to look into it.

Please note that orders shipped to Europe are final sale.

Cancelling an orderIf you wish to cancel an order that you just placed, please contact us as soon as possible at info@superproofbrand.com. We will try our very best to cancel the order for you. However, if the order has already been fulfilled and shipped, we unfortunately cannot cancel. Please carefully review your order, our terms, and check the sizing chart prior to completing your purchase.

Combining an orderUnfortunately, we do not merge/combine orders. Multiple orders will be shipped separately.

All orders are shipped from Canada through Canada Post. Shipping rates are calculated at checkout.We currently ship to Canada, the United States and Europe.

Domestic - CanadaShipping times:

Canada - 1 to 7 business days*

*These are approximate time estimates based on Canada Post standards. These are not guaranteed shipping times.

International - USA and EuropeShipping times:

USA - 4 to 10 business days*

Europe - 5 to 12 business days*

*These are approximate time estimates based on Canada Post standards. These are not guaranteed shipping times.

Please note that all products are shipped delivery duties unpaid. This means that your order may be subject to import duties, customs, and taxes which are determined once a shipment reaches your country. You will be responsible for paying additional charges for customs clearance. We unfortunately have no control over these charges and cannot predict what they will be as customs and duties vary widely per country. When ordering from superproofbrand.com, you become the importer and must comply with all laws and regulations of the destination country. Please contact your local customs office for further information.

Refused shipment If you decide to refuse any shipment from superproofbrand.com in order to avoid paying customs and duties, or for any other reason, you will be responsible for the original shipping charges and the cost of returning the package to us. The total amount will be deducted from your purchase refund.

Although we are proud to be a Canadian company, our online store operates in US dollars (USD) and you will be charged in US dollars at checkout.

If you would like to view our store prices displayed in Canadian dollars (CAD), you can use the currency switcher located in our menu bar. Please note, that the currency switcher may not accurately reflect what you will be charged in your currency at the time of purchase. Conversion rates change daily, you can look them up here.

We accept all major credit cards including Visa, MasterCard, American Express and Discover. We also accept Apple Pay.

Return PolicyOur return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund.To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.All gift cards, and discounted items are final sale and cannot be returned. This includes seasonal sales and discount/promo codes. Orders shipped to Europe are also final sale.There are certain situations where only partial refunds are granted:

Items with obvious signs of use

Items that have been washed

Any item not in its original condition, is damaged or missing parts for reasons not due to our error

To submit a return, you must first receive authorization from us by emailing us at info@superproofbrand.com with the following information:

Subject line: Return inquiry

Order number

Reason for return

Picture(s) - optional

We will get back to you with instructions on how to return your item efficiently.Please note that you will be responsible for shipping charges to send the package back to us. Please ensure that you use a shipping service that provides tracking details and insurance as we are not responsible for lost packages that are returned to us. In addition, any customs that are incurred to us will be deducted from the refunded amount.

To customers that received free shippingPlease be aware that all refund amounts will be calculated minus the original ship charge that was initially a courtesy from us.

ExchangesDue to our limited inventory, we do not offer exchanges at this time. We recommend submitting a return for your item, and placing another order once your refund comes through. See return policy above.

Incorrect or defective itemsIf you received an item that is defective, damaged, or incorrect, upon receiving your package, we truly apologize for the inconvenience and will work closely with you to resolve the situation. Please contact us as soon as possible at info@superproofbrand.com with your order number. We will send you instructions on how to return the item back to us. Failure to contact us prior to shipping your item back will result in us assuming no responsibility for any of the return shipping charges.

RefundsOnce your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.If you are approved, then your refund will be processed, and a credit will automatically be applied to your original form of payment, within 3 to 5 business days depending on your bank.Please note that we cannot refund the original shipping charges. Any customs and duties incurred to us will also be deducted from the refunded amount.

Late or missing refundsIf you haven’t received a refund yet, first check your bank account again.Then contact your credit card company, it may take some time before your refund is officially posted.Next contact your bank. There is often some processing time before a refund is posted.If you’ve done all of this and you still have not received your refund yet, please contact us at info@superproofbrand.com.